[rt-users] Additional statuses possible?

[Kelly F. Hickel]

Attached is an email thread describing how to do this, and the
restrictions.

> -----Original Message-----
> From: Thomas Pfau [mailto:pfau at nbpfaus.net]
> Sent: Thursday, May 20, 2004 6:40 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Additional statuses possible?
> 
> I just installed RT 3.0.10 to use with a friend for a website we
> maintain.  It looks like it should help us coordinate reported
problems
> a lot better and keep our inboxes cleaner.  We've been sending mail
> messages back and forth to annotate bugs.  Trying to find the mail
> message with the discussion of the issue currently being worked on had
> become impossible with an inbox overflowing with several messages for
> each issue (mostly new feature requests).
> 
> With that said, it has become apparent that a couple more statuses
would
> be nice.  I haven't yet had the chance to look into the code to see
what
> it would take but thought I'd ask here anyway.
> 
> I worked for a startup for a while that used a different issue
tracking
> package.  I can't remember it's name but I remember it had a few
> additional statuses.  Right off the bat I can think of two that would
be
> useful.
> 
> The first would come between 'new' and 'open'.  I would call this
> 'assigned'.  This would state that a person has been assigned to the
> issue but work has not started on it yet.  I guess this can be deduced
> in the current system by looking at new tickets that had owners but a
> specific status might come in handy for searching and reporting.
> Another status in this general area would be 'acknowledged' which
would
> indicate that someone has reviewed the issue reported and has
determined
> that it is a real issue that needs someone's attention.
> 
> The other status would fall between 'open' and 'resolved'.  This
status,
> possibly called 'completed', would indicate that work had been
completed
> and was awaiting Q/A testing or signoff by the requestor.  This state
> tells the requestor that the person working the ticket thinks he has
> completed the task.  If the requestor agrees, he (or some other
> reviewer) can move the ticket to the next state.  Otherwise, he can
log
> a reason why he thinks it needs more work and reopen the ticket.  This
> extra status would help us out quite a bit.  There is a third person
> working with us who would act as a Q/A person to make sure the issues
> were resolved before we marked the ticket as 'resolved' (at which
point
> it sort of falls out of sight).  It would be great if he could just
> search for 'completed' tickets and run his tests to make sure they are
> resolved.
> 
> How hard would it be to add these statuses to the system?
> 
> --
> tom_p
> pfau at nbpfaus.net -- http://nbpfaus.net/~pfau/
> 
> 
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> 
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> this spring and summer.
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> 
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